Based on an evaluation of the past and present, a series of decision criteria for the selection of the general manager was gathered. Due to College Pro’s cultural emphasis on employee development, customer satisfaction, and community improvement, these qualities must be found in the ideal candidate. Julie Devereux and Caitlyn Ballard are both exceptional franchisees who can capitalize on employee growth as they have been very active in the organization’s recruitment process. Between the two, however, Devereux has assisted Jen Nielson on a greater scale than Ballard by contributing to the recruitment of five franchisees instead of four in both 2004 and 2005, giving her the greatest potential in encouraging employee growth and College Pro as a whole. Ballard also falls short of Devereux in her quality of service; she is the sole candidate who has displayed a decrease in customer satisfaction ratings, dropping from 87.5% in 2004 to 86.8% in 2005. Conversely, candidate Ismail excels in the customer satisfaction aspect of the company’s culture with the highest first-call quality ratings in 2004 and 2005. However, he
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